Quality, Complexity Management and Trust Emerge as Keys to Success Across Digital Experience Markets
"Comprehensive ecosystem-wide collaboration and coordination will be the key to meeting the needs of increasingly sophisticated consumers who demand high-quality experiences that are easy to use and trustworthy."
Here is an excerpt of what he had to say:
Q: There is a fierce race taking place to keep up with the constantly evolving demands of consumers. What do you see as the keys to meeting these expectations?
Kirchner: We have seen several phases of technology adoption and consumer interaction unfold over the past several decades. This is especially true when it comes to personal entertainment and connectivity technologies. If we look back 20 or 30 years, we saw an interesting trend manifest itself as consumers opted to trade some measure of quality for convenience and then convenience for capability.
For instance, I can still remember when providers of telephone connectivity to the home promised call-quality levels so high you could hear a pin drop. Consumers clearly went in the other direction on call quality as they embraced the convenience—
Today, we live in a no-compromise economy. Technology and consumer expectations have converged to a point where people expect all their key demands to be met. They want to enjoy their experiences when and where they choose. They want these experiences to be both easy and intuitive to use. And, in today's digital environment, they want to be assured that their data is secure and their privacy is protected.
Q: Have you seen fundamental changes in consumer attitudes that affect technology adoption?
Kirchner: The COVID-19 pandemic caused people to lean into their digital lives at much greater and faster rates. Now, more than two years into the pandemic, people have had time to get comfortable with new technologies and platforms and raise their expectations around what these new technologies can deliver and how they are delivered.
As this digital literacy continues to accelerate across demographic generations, emerging trends will indicate when and where people communicate, socialize and what exactly they expect from their technology.
EDITOR'S NOTE: To read the full Q&A and listen to the entire podcast interview visit: